Several years ago, we stayed at an international hotel chain in Northern California. When we arrived, we were surprised that there were no pillows in our room. When we called the front desk to ask for a few, the staff informed us that they were out of pillows because, prior to our arrival, several other guests had requested extras. And, naturally, the maids thought it best to raid our room in order to meet the demand.
After we unpacked, we rode the elevator to the lobby. Brianna leaned on the metal railing, knocking it to the ground, slamming it against her exposed toes. Brent bent down to extract the fallen metal edifice from our daughter’s swollen feet and encountered screws and sawdust, which had apparently fallen from the disheveled elevator ceiling.
Ordering food in the restaurant was difficult because the waitress informed us the kitchen was out of, well, food…bread, fruit, coffee, lettuce and milk. Later, the combination of loud party-goers in the atrium and thin walls made us desperate to see the light of day so we could finally end the misadventure and check out of Hotel Hell.
While I don’t normally complain about poor service, when our trip was over, I wrote a letter to recount our experience to hotel management. In addition to a letter of apology, we received a refund for our visit as well as vouchers for a free two-night stay. The next time we were in the area, we threw caution to the wind and booked a suite. Construction was complete. A gift basket welcomed our return. All was right with the world.
I share this story because I believe the Holiday Inn Sacramento Northeast did things right. We live in an imperfect world. Stuff happens. Odds are if you are in business long enough, you will one day inadvertently provide less than stellar service or inferior products to unwitting clients, customers or donors. What matters is how you prepare to respond to the challenge.
Establish a customer-centric procedure for handling complaints. Once upon a time, virtually every business man and woman adhered to the adage, “The customer is always right.” Since this is no longer standard procedure, your company will gain favor by letting potential clients know that they matter. For ideas, take a cue from brands that are known for superior customer service such as Nordstrom, Four Seasons, Apple and General Motors.
For what not to do, look to the third annual study done by MSN Money, the Customer Service Hall of Shame. AOL, Comcast, Sprint Nextel, Capital One and Time Warner Cable head the list for what avoid when it comes to handling customer concerns.
On a Limited Budget—
Once you develop superior customer service policies, leverage them in your advertising. Come up with a campaign slogan that includes the details of your customer satisfaction guarantee. Then repeat the slogan in every form of marketing. Add it to your business cards, website, stationery, and the signature line of your email.
Internet users who enter “100% customer service satisfaction” in Google search bars stumble upon otherwise little known companies such as Oak Plus Furniture, Cigna and Fieldhouse. If your business has yet to make its mark, what better way than by guaranteeing satisfaction to otherwise wary would-be consumers?
The Sky’s the Limit—
Entrepreneurs sometimes hesitate to guarantee satisfaction for fear the policy will be costly. But according to a recent study done by McKinsey & Company, “Companies that have a strategic approach to customer satisfaction and make technology investments to support specific business and financial objectives are likely to achieve high rates of customer retention, fast growth, and increased profitability.”
In other words, if you invest on the front end to guarantee customer satisfaction on the back end, you will reap the rewards of more traffic, repeat business and a better bottom line.
And with the increase, you will be able to pop for the little things that make a difference…say, for example, food for your restaurant or pillows for your hotel.
Until next week, I’ll be Bowling for Business.